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Customer Relationship Management

Customer Relationship Management (CRM) covers methods and technologies used by companies to manage their relationships with clients. Information stored on existing customers (and potential customers) is analyzed and used to this end. Automated CRM processes are often used to generate automatic personalized marketing based on the customer information stored in the system.

Download Putting Email Marketing in Context to learn:
- How to overcome common challenges of personalisation and email
- Best practices for implementing contextual email on a low budget
- How to measure the effect of your contextual marketing campaigns

Now more than ever, customer loyalty and business revenue rely on hyper-personalized engagement. To resolve these issues and remain focused on their core responsibilities, IT professionals are turning to Customer Identity and Access Management (CIAM) platforms.

The world is increasingly digital, with interactions and experiences delivered to a variety of users across a range of locations and devices. The modern workplace should follow users wherever they roam, deliver a superior experience, and drive productivity. Hewlett Packard Enterprise helps companies deliver rich digital and mobile experiences to users, including employees, customers, and guests, by extending their capabilities in app development, mobile connectivity, and collaboration.

Email marketing has entered a new era of innovation, allowing the travel and hospitality industry to reach and engage consumers like never before. But consumer expectations are also high. Today, a successful email campaign takes contextual messaging and offers that speak to each customer on a personal level.
In this playbook, you’ll find examples of contextual email marketing campaigns for the travel and hospitality industry that have proven to engage customers, drive ROI and build a loyal fan base. We’ve also packed it with email tips and best practices designed specifically for today’s travel and hospitality marketers.

You don’t get a second chance at a first impression. Your email welcome series is one one of the best opportunities you have to build a lasting relationship with a customer. But the stakes are high — you can gain or lose a customer in that initial contact. But with proper planning and data, a well-crafted welcome series can help build a love story between you and your subscribers.
This eBook will guide you through the steps to build a welcome series that will turn your subscribers into loyal customers, while collecting valuable data along the way that will drive action throughout the customer relationship.

Despite the array of new technologies enabling customer contact across web and mobile channels, most serious interactions still have to pass through an agent in order to be resolved. Enterprises can push customers toward self-service, but in the end, people often still need to talk to other people. This means that, even in the best of circumstances, the customer experience is highly dependent on the capabilities of the agent manning the phones. That person needs more than skills and a beneficial temperament; they require a software environment that provides maximum space for flexibility, problem solving, and intuitive task switching.

In the customer service solutions Forrester Wave™ for enterprise organizations, we identified the 11 most significant customer service solutions — eGain, Microsoft, Moxie, Oracle Service Cloud, Oracle Siebel CRM, Pegasystems, Salesforce, SAP Cloud for Service, SAP CRM, SugarCRM, and Verint — and researched, analyzed, and scored them. This report details
our findings on how well each vendor fulfills our criteria and where it stands in relation to other vendor solutions in order to help customer service professionals select the right partner for
their customer service initiatives.

For the most part, even companies using sophisticated technology to provide consistent access and answers across channels still view customer service through a traditional lens of serving the needs of the customer—despite its usefulness in marketing, building brand equity, up- and cross-selling and driving loyalty, as well as capturing the voice of the customer for product and service improvement and new product and service ideas. Even when serving customers is seen as a strategic goal for the entire organization, few companies seem to be leveraging customer service as a true organizational

The days of ‘buyer beware’ are over. Today it’s ‘seller beware,’ as customers—empowered by technology—share their service experiences. That means every experience must be personalized and consistent across channels and throughout the customer journey.
Get it right and you’ll be rewarded with increased revenues and lifelong customers. Get it wrong and 89% of customers will stop doing business with you after one bad experience. So how do you deliver the tailored, seamless service customers demand? Learn how Oracle delivers a complete, connected, stand-out customer service solution as compared with KANA.

The days of ‘buyer beware’ are over. Today it’s ‘seller beware,’ as customers—empowered by technology—share their service experiences. That means every experience must be personalized and consistent across channels and throughout the customer journey.
Get it right and you’ll be rewarded with increased revenues and lifelong customers. Get it wrong and 89% of customers will stop doing business with you after one bad experience. So how do you deliver the tailored, seamless service customers demand? Learn how Oracle delivers a complete, connected, stand-out customer service solution as compared with eGain.

In the early 2000s, two vastly different businesses—baseball and field service management—began to use advanced statistical analysis to gain an advantage over their competitors. They both revolutionized their respective fields by using statistical knowledge to improve performance. The new approach replaced old models and methods and attained shockingly good results as both set new standards for their respective industries.
In this white paper, you will learn the general concepts behind predictive analytics and how they can be applied to a field service organization. The paper will cover the basic metrics that should be tracked, the use of performance pattern profiles, and how these principles can predict future events.

As the undisputed leader in home robots, iRobot has pioneered a completely new market, making it even more important for the
company to establish what its customers want quickly, and to
deliver outstanding customer-service experiences.
To maximize adoption of its new technology, including its best-selling Roomba® vacuuming robots product line, iRobot wanted to optimize its use of multiple communications channels, to listen to its customers’ needs and identify revenue opportunities, while providing exceptional levels of service consistently across Web, social, and traditional channels.

Many industry experts advise automotive companies to embrace digital transformation. At the heart of that mandate is the need to satisfy rising customer expectations for fast, secure, always-on services delivered seamlessly across all channels and devices. Read the seven top considerations as you embrace digital transformation.

To better understand the worldwide state of customer service, we asked the experts: customers themselves. Microsoft surveyed roughly 4,000 consumers from the US, the UK, Japan, and Brazil on their experiences and tendencies when interacting with brands. The Global State of Multichannel Customer Service Report is the result of that research.
The full report presents the findings from 22 questions, including:
• When beginning a customer service interaction, which device do you use most?
• How important is customer service in your choice of, or loyalty to, a brand or organization?
• What do you feel is the most frustrating aspect of customer service?
The report offers a complete set of research, stats, and data essential to support the advancement of customer service in the modern era. Keep up with current customer needs and expectations. Download the report now!

"When it comes to customer service, millennials have little patience and incredibly high expectations. In the United States, this segment's buying power will surpass that of any other single generation in 2017. Are you ready to meet these demands?
IBM Watson Engagement Advisor goes far beyond the conventional call center automation mandate of controlling operational costs - it empowers customers to serve themselves however and whenever suits them best. Whether it's troubleshooting their account, getting advice on which products to buy, or resetting their password, Watson Engagement Advisor is available 24x7 through any device to get to the heart of customers’ needs, faster.
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Businesses spend a lot of time and money on content creation. Forbes noted in Top 7 Content Marketing Trends That Will Dominate 2015 that 58% of B2B marketers plan on increasing their content marketing budgets in 2015. However, in many cases, the effectiveness of this investment and efforts are not obvious. In a study conducted by the Content Marketing Institute on B2C Content Marketing 2015: Benchmarks, Budgets, and Trends—North America, only 8% of the companies rated the effectiveness of their organization’s use of content marketing as “very effective”. You want to make sure that you’re spending your resources wisely and getting the highest ROI. So how can you choose correctly?

This Technology Spotlight examines the role of digital transformation in customer engagement and omni-channel retail. It also looks at the role of Cisco's enterprise networking solution portfolio, particularly Connected Mobile Experiences (CMX) and Intelligent WAN (IWAN), in the strategically important omni-channel retail market.